customer experience articles » Customer Retention

More Clicks At the Bricks - How the Web Affects Consumer Behavior Offline

Customer Passion LLC — Tue, 11 Dec 2007 14:12:34 +0000

The Internet hasn’t destroyed brick-and-mortar retailing, as many once feared. But has it ever changed consumer behavior. Across the U.S., stores are playing catch-up with shoppers habituated not only to the speed and convenience of purchasing online but also to the control it gives them. The Web provides shopping when you like, where you like, [...]

JetBlue Customers Stand By Their Carrier

Customer Passion LLC — Thu, 12 Apr 2007 13:07:17 +0000

Not only did the airline move quickly to apologize, accept full responsibility, and proactively introduce a passenger’s bill of rights (all effectively communicated by e-mail from CEO David Neeleman) but they actually had someone call to apologize. The caller was not some outsourced telemarketer working from a script. Instead, she actually asked for what went wrong and how they could fix it. She engaged in a dialogue about the steps the airline was considering and whether the measures would be enough. Filed under Building Customer Loyalty and Customer Retention Techniques.

Marketing Effectively With Fewer Resources

Customer Passion LLC — Thu, 30 Mar 2006 17:02:59 +0000

E-mail is a powerful way to help small and medium businesses build customer relationships and increase repeat business. It is a quick, personal way to communicate with your customers and keep your business in customers’ minds. Unlike traditional direct marketing campaigns — which can take months to develop and execute — e-mail campaigns can be built in a few days or less, cost less than direct mail (think printing and postage costs), and have greater response rates than direct mail.

Filed under Building Customer Loyalty and Customer Retention Techniques.

10 Ways to Love (and Respect) Your Customers

Customer Passion LLC — Wed, 15 Feb 2006 14:33:06 +0000

The customer experience doesn’t happen neatly down each individual silo. The customer experiences a company horizontally - across the silos. This creates the breeding ground for the lack of respect customers feel and the discontent they have with us. The typical silo structure bumps the customer disjointedly along to deliver the outcome of its experience. It’s only when the silos clang and clash into one another that the total experience comes together.

Filed under Improving Customer Experience, Improving Customer Satisfaction, Customer Retention Techniques, Customer Service Training Program, and Motivation & Job Satisfaction.

Building Better Bonds with Customers

Customer Passion LLC — Thu, 02 Feb 2006 22:23:11 +0000

The concept behind CEM is to monitor customer touch points and interactions to build customer loyalty and improve customer retention. It also ensures that customer service representatives are consistent in what they tell the customer. “One of the differences between a CRM and CEM approach (is) you’re not taking a once-a-year snapshot of what you think your clients are thinking. You’re actually letting your customers drive that and it’s very specific to a particular experience.” Filed under Improving Customer Experience, Building Customer Loyalty, and Customer Retention Techniques.

How to Retain Customers

Customer Passion LLC — Tue, 18 Oct 2005 12:00:00 +0000

Frederick Reichheld, in The Loyalty Effect, pointed out that many, if not most, customers are loyal not to the brand or the firm, but to the people who serve them at the firm. When you lose employees, you often lose customers as well. Any marketing program aimed at customer retention must begin with looking at employee satisfaction and retention

Elasticity of Lifetime Value to Retention (24p PDF)

Customer Passion LLC — Mon, 10 Oct 2005 22:00:00 +0000

Reducing defections by 5% boosts profits 25% to 85%. The basic premise is that a relatively small increase in customer retention (loyalty) will drive relatively large increases in profits.

Private Screening with NetFlix CEO

Customer Passion LLC — Fri, 30 Sep 2005 11:14:21 +0000

Reed Hastings, founder and CEO of Netflix — and Fast Company’s Customers First Award winner — talked recently with Fast Company Associate Editor Jena McGregor about customer experience, the Amazon and Blockbuster threats, and what’s in store for the online DVD rental service company.

High-tech Achiever: Netflix

Customer Passion LLC — Tue, 27 Sep 2005 16:56:48 +0000

The starring role in Netflix’s customer experience strategy goes to its top-secret, highly customized technology, which offers its more than 3 million customers their own personal box office. We peek behind the scenes at our Oscar-worthy Customers First Award winner.

Building Yahoo’s New Front Door

Customer Passion LLC — Wed, 21 Sep 2005 15:40:32 +0000

A design whiz aims to enhance the home page - without fixing what ain’t broke. On one hand it’s a rare opportunity to shape the customer experience and design of a seminal Web portal that draws millions of visitors in a single day. “Anything I do will have a huge impact on a lot of people,” he says. On the other hand, by many important metrics, what he’s fixing ain’t broke. While the page’s current design won’t win any beauty contests and lacks the simple elegance of archrival Google’s welcome mat, it works. And those millions of daily visitors might chafe at any overhaul that displaces Yahoo’s myriad features. Customer retention is a concern; if he were to scare off just 2% of Yahoo’s daily users, it would amount to 300,000 fewer visitors.